Intiveo Rollout
In late 2025, the “powers that be” really wanted a solution to offer to our referral network that would allow for referrals to be tracked throughout their full lifecycle to operationally track the efficiency between the time they first get into our chair to when they are discharged BACK to their general provider. The result we found? Intiveo. (Intiveo is a patient communication and referral management platform built to track a referral's full journey rather than just log that it happened, from the first appointment through to discharge back to the referring provider. (I imagine that was as painfully uninteresting to read as it was to write))
Now, if we were normal, we probably would have built a detailed project management plan, assigned roles necessary for each part of the process like clinical compliance, patient messaging, and referral management - each with established timelines. There was no real timeline from above, so for most of the four-month pre-launch window I was chasing one down instead of executing a plan. One and a half months before launch, I stopped waiting and took essentially the whole thing over myself.
What I did:
Coordinated training dates individually with every office manager
Set up and initialized the platform for our core offices first, building the actual rollout template in the process
Fielded real pushback from several of our own offices during early adoption
Managed front-desk resistance specifically, teams treating the new system as extra work rather than an improvement
Once the core offices were built out, handed the template off to a coworker as point person for the rest of the rollout, which she ran excellently from there
Ran and coordinated every piece of outward communication myself: launch calls, a newsletter, email campaigns, in person visits, landing page with FAQs "how to" materials I wrote
Rebuilt backend links, patient reminder messaging, and intake forms as part of the core template
Rewrote the old platform's own notifications (referral submission message, office confirmation email) to redirect people to the new system, since it was already being sunset
Coordinated a mid-transition patient messaging swap to prevent double appointment confirmations across both platforms
Directed a rebuild of survey and Google review collection messaging
As you can probably tell, I was learning this on the fly, building from scratch, and at times saying a quick prayer that this effort wouldn’t be all for naught.
While none of this went the way it was supposed to, nor was it planned out in a way that was . There was no timeline, no clear plan, and a launch strategy that assumed people would just find out. I built the structure as I went, got the core offices running, handed the rest off once the template worked, and found a way to reach our network in a way the original plan couldn't.
Getting offices to actually care wasn't a given either. Nobody's excited about "check out our new referral tracker." What actually landed was reframing it: this wasn't a system that tracks referrals, it was something that enhances the patient's experience and minimizes your own office's workflow. That's the version people actually adopted and the version we continue to “sell” to new offices on a daily basis.
Fast forward to now, it worked, seventy percent adoption in three months, with adoption increasing WoW, but only because the plan changed shape more than once along the way. More importantly, it did what it was actually bought to do. We can now see real intake-to-discharge efficiency data across the referral lifecycle, the exact visibility that wasn't there before Intiveo existed.
